Koodo complaints, customer care and support service

Koodo is a Canadian mobile phone service provider. The company offers its customers monthly and prepaid options. Koodo accommodates every potential client by letting them choose whether or not they want to use their own phone or get a new Koodo phone.

Koodo pays attention to details when it comes to their support features. They offer assistance via phone and email, and of course through social media platforms. Koodo also has a community forum, where guides and ideas are exchanged between staff members, developers, and regular customers.

A number of specific services regarding account information, billing and changing plans can usually be solved using the self-service option. Many of these issues can be handled by customers themselves instead of contacting customer support.

Some of the problems you might encounter can be solved only after paying an extra fee if you choose to contact customer support instead of using the self-service feature. This gives customers a good incentive to deal with small problems on their own so that more Koodo customer support representatives are available for dealing with more complicated issues.

Contact Koodo via Phone

For general information, you can dial 1 866 99-KOODO (1 866 995-6636)

For Alberta, British Columbia, Manitoba, Ontario, Quebec and Saskatchewan, you can call from Monday to Friday between 9:00 AM and 9:00 PM and on weekends between 9:00 AM and 7:00 PM

If you’re in the Atlantic Region, you can call from Monday to Friday between 10:00 AM and 10:00 PM and on weekends between 10:00 AM and 8:00 PM

You can contact the Koodo webstore for information regarding orders by dialing 1 844 566-3697. The hours of operation for this line are from Tuesday to Friday between 3:00 PM and 9:00 PM EST.

Contact Koodo via Email

Sending an email to Koodo is a multiple step process. It’s also not the fastest way to get results since a reply may take anywhere between 24 to 48 hours. If you are interested in starting a conversation or sending a ticket to Koodo via email, here are the steps you have to follow and options you can check.

For Monthly Customers

Billing or payments

Account information or modifications

Self-service information

Feedback

Troubleshooting

Equipment

Network, coverage, and roaming

Social media

Additional information

Each of those main topics will have additional options for you to check so that the support staff can narrow down your exact problem. This may seem a bit tedious but it is more likely to put you in contact with the right person from the beginning.

For Prepaid Customers

Activation

Account modifications

Top up and usage

Self-serve account

Social media

Feedback

Network, coverage or roaming

Equipment (handset)

Each main topic will provide a list of options for you to choose so that you can better direct your problem to the relevant department. In some cases, those options are the same for prepaid customers and monthly customers. It doesn’t mean however that your problem has the same fix. This is why all that sorting through topics is necessary.

Contact Koodo via Social Media

Koodo has a strong social media presence. Both their Facebook and Twitter pages serve as alternative ways for customers to contact a Koodo customer support representative.

Facebook

Most issues that can be fixed quickly can probably be handled via Koodo’s official Facebook Page. Their response time to questions is fast and the service is available 24/7.

Twitter

Koodo is one of the few companies that doesn’t use two separate Twitter pages for promotions and support. Their official Twitter feed actually deals entirely with providing assistance to their clients. Whether you follow their page or not, Koodo’s representatives will respond to your tweets or private messages.

You can reach out for help on Twitter from Monday to Friday between 9:00 AM and 9:00 PM and on weekends between 10:00 AM and 8:00 PM.

Koodo Community

The community section of Koodo’s website lets you chat with other customers and get their opinions on a variety of products and services. You can post questions or ask for help and also browse through many existing topics that have already been debated and solved.

As part of Koodo’s attempt to reduce callers’ hold time, the community forums can often let you speed up the process of fixing your problems.

Koodo Self-Serve

There are a number of services for monthly customers and prepaid customers via Koodo’s “Self-Serve” page. They encourage the use self-serve services because some issues can be handled faster on your own than via email or phone. You can make some account related changes for free by using the self-serve service. If you choose to use customer support via phone or email to make the changes for you, some services will require you to pay a fee.

Whenever you want to make changes or find out more information regarding the following topics, you should do so via Koodo’s self-serve services. Both monthly customers and prepaid customers have access to the following information for free. They can also make changes for free, which would otherwise incur a charge if customer support had to be involved.

Monthly Customers Self-Serve Free Services

Add/remove/change add-on

Change address

Credit card payment

Phone activation and account set-up

Change phone

Change phone number

Plan change (only once per billing cycle)

Preauthorized payment registration

Suspend or restore service for lost or stolen phone

Prepaid Customers Self-Serve Free Services

Accessing account information

Automatic top-up registration

Base plan change

Change address

One-time credit card payment

Change phone number

Register a credit or debit card (Visa) to your account

Suspend or resume service for lost or stolen phones

Top-up an account

Activation fee

Koodo Self-Serve Mobile App

This feature is no longer available. The app has been discontinued and in its place is the Koodo support page. Since their website is optimized for mobile devices, the app was deemed unnecessary.

Language Support

Koodo’s website offers dual language support. At the top right corner of the site, you can select between English and a French translation of the website. From the same menu, you can also choose your region.

Koodo down? Outages and problems

Is Kood down? Here is a chart of the current state of the services. The blue line represent the number of reports submitted by our users over the past 24 hours, compared with the number of reports submitted last week (grey line).

Koodo customer care reviews

Average rating

49.2%

Reps' professionalism

2.5/5 (12)

Reps' expertise

2.6/5 (12)

Helpfulness

2.5/5 (12)

Response time

2.3/5 (12)

Share your experience with Koodo customers support service

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Reps' professionalismReps' expertiseHelpfulnessResponse time

Review

12 Reviews

Donovan Matthews1 month ago

I paid my bill an its been a week an they still havent turned on my phone

i have recently upgrade the phone and they charged $35 connection fees which absolutely in appropriate as i already have connection from last 5 years and never got this type of charged in past. Also previously they charged minutes under my unlimited plan and when i called they have not any explanation for that, the rep of koodo customer care are not trained well to resolve any concern. Please be honest with your old customers.

Good morning,
I called to upgrade my phone yesterday they said if i pay my outstanding phone i would be able to get the new phone for zero down so i payed the outstanding balance. they then said that im not on a good enough tab to get the phone for free and i would nee to pay another 300 dollars. so since my phone was stolen i told them to suspend or cancel the number they then cancelled both my numbers and now i cant call them to complain that they cancelled both my numbers instead of just the one

I have been a Koodo customer for over 10 years with 3 phones…3 plans. I pay my bills on time and have never missed a payment. I wanted to up grade my phone to an iPhone 6s during your boxing week sale. Unfortunately I do not use traditional credit cards but have a reloadable Visa. All I had to pay was $16.80, but because I had a reloadable Visa I could not buy the phone. You not only lost that sale but my daughter was going to upgrade her phone also. You lost 2 sales!

26% of Canadians in 2015 used reloadable credit cards and I can only surmise that percentage rate has increased. Why is Koodo against reloadable cards. I wonder how many sales you have lost because of this.

I was on hold for hours and was disconnected I would really like the 10GB promo please can someone please get back to me your phone isn’t working it says you are closed and you should be open
Please get back to me i have been a very good customer for years with but i am going to another company tonight if i don’t get a response

Your customer service is disgusting by the manner in which you let customers wait on the phone to speak to a rep, in addition to charging $10 for waiting. Your recording stating an apology for waiting is insincere and arguably just a delay tactic hoping the caller will hang-up. I spent over an hour attempting to register for self-serve only to be halted by the supposed email confirmation that arrived but did not work – after many attempts.
The delay allowed me time to look at plans from Telus – our home service provider for TV and Internet. Despite being at Koodo for many years, our tolerance of your poor customer service has reached its limit. My Mum – who was promised her account would be adjusted by koodo when my father passed away to get her access to the account never occurred (that’s why I was attempting to assist her this evening when this problem arose). To be clear, our family comprised of 5 separate phone users will be changing to Telus and cancelling our long standing relationship with koodo.
This is very disappointing – as I type this email while on hold, for the past 25 minutes – and bloody disgusting!!!!
It will be with pleasure to cancel our accounts tomorrow!

I am trying to close my service from another country for over 2 weeks; while being charged and without help.
Koodo is most difficult for customers service. Waiting time for calls are an hour or more.
Emails take a minimum of 7 days to get answered; and then when the answer comes, it does not solve the problem. Then you write again wait for 7 days for the answer, hopefully you get the right answer then. If not the cycle begins again.
I am very frustrated with Koodos’ way of running their business.
Right now, closing my service is impossible from another country.
This kind of problem needs attention from elsewhere.
Koodo needs to vastly improve any aspect of their service and its policy to better help its customers.
I would never recommend anyone to use Koodo again.

Koodo is bad for customer service. Yesterday I noticed that there was no service on my phone, and 24 hours it is the same. I live in a small town in BC so things are closed on Sunday. I can’t phone Koodo because of course my service is down. I have my bill paid up to date, the internet is working fine on my iphone 4- but no koodo service– so I go online to see about getting some immediate support via email– good luck. I send a note with their forms and get a message they are working hard to get an answer back to me in 12-24 hours!!!!!! so now I am looking at 3 days without any service!!!! shame on you koodo– I think I will switch to fido….

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